Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Taylor Amir

Wylie

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

8
8
years of professional experience

Work History

Technical Support Representative

Everon
10.2024 - Current
  • Utilized ticketing systems for tracking and reporting technical issues, streamlining resolution processes.
  • Implemented automated solutions, increasing efficiency for recurring technical problems.
  • Utilized diagnostic tools to resolve network issues, improving overall system performance.
  • Compiled detailed reports, facilitating root cause analysis for recurring problems.

Technical Support Representative

Auctane LLC
10.2022 - 02.2024
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Revise internal and user facing knowledge bases needing updates or further specification
  • Identifying new, or common but unaddressed, errors and creating new processes to resolve them
  • Training, coaching, and providing support for new or existing agents

Facebook Content Moderator

Accenture
08.2018 - 08.2022
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Streamlined moderation processes by implementing effective content filtering tools and techniques.
  • Reduced response time for content review, ensuring a safer online environment for users.
  • Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
  • Train and coach new & existing content moderators on company policy & content moderation processes

Technical Support Representative

Harte Hanks
01.2017 - 06.2018
  • Provided information about the HBO app such as features, how to use it, and where to buy service
  • Performed technical support processes to resolve app errors or communicate outages to customers
  • Retained clientele by providing information on favorable features, new shows, and other perks of the service
  • Trained new agents on processes to answer calls & perform technical support processes
  • Contributed to team success by consistently meeting or exceeding established performance metrics.

Education

High School Diploma -

David Crockett High School
Austin, TX
06.2012

Skills

  • Videoconferencing
  • Information Protection
  • Application support
  • Remote Support
  • Customer Support
  • Quality Control
  • Guest Relations
  • Data Analysis and Entry
  • Training and coaching
  • Hardware and software diagnostics

Accomplishments

  • Best Employee in Content Moderation award at Accenture
  • Constantly achieved a 90% or higher Q&A score as a content moderator at Accenture
  • Trained and led technical support teams of more than 12 support specialists at Auctane
  • Maintained a CSAT of 90% or higher as a technical support representative at Auctane

Timeline

Technical Support Representative

Everon
10.2024 - Current

Technical Support Representative

Auctane LLC
10.2022 - 02.2024

Facebook Content Moderator

Accenture
08.2018 - 08.2022

Technical Support Representative

Harte Hanks
01.2017 - 06.2018

High School Diploma -

David Crockett High School

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Taylor Amir